FCM - Assistant Team Leader (ECC Team) - Remote, USA

Assistant Team Leader (ECC Team)

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

Established in June 2004, FCM has been named World’s Best Travel Management Company for eight years running at the World Travel Awards.

To learn more about FCM please click HERE
About the Opportunity

We're looking for an Assistant Team Leader (ATL) to support our Emergency Customer Care (ECC) team, helping deliver exceptional after-hours travel support to corporate clients while fostering team growth, engagement, and operational excellence.

In this key developmental leadership role, you'll partner closely with the Team Leader to provide guidance, coaching, and operational support to a team of Emergency Corporate Travel Consultants. You'll combine your expertise in corporate travel and customer service with leadership capabilities to drive performance, develop team talent, and ensure seamless support during urgent and complex travel situations.

This role serves as a steppingstone toward a Team Leader position, offering valuable leadership experience in a fast-paced, client-focused environment.

**Please note that this is a remote after-hours position that requires working overnights, weekends, and holidays**

This position requires flexible hours and shift availability as determined by business need and client call volume.
Key Responsibilities

- Support the Team Leader in providing direction, leadership, and vision for the Emergency Customer Care team

- Coordinate and monitor daily operations to ensure exceptional service delivery and adherence to service level agreements

- Partner with the Team Leader to identify and implement process improvements that enhance efficiency, quality, and client satisfaction

- Mentor, coach, and support team members through training, development, and ongoing performance guidance

- Lead onboarding and training initiatives, including support for Sabre, ticketing, operational processes, and customer service best practices

- Monitor phone activity, workflow distribution, and team productivity to maintain service excellence during after-hours operations

- Support scheduling, shift coverage, workload balancing, and time-off coordination based on business and client requirements

- Act as a key communication liaison between leadership and the team, ensuring alignment and transparency

- Foster a positive, collaborative, and accountable team culture while effectively managing diverse personalities and challenging conversations

- Generate reports, monitor performance metrics, and provide constructive feedback to drive continuous improvement

- Assist with change management initiatives and support the successful adoption of new processes and technologies

- Leverage strong knowledge of corporate travel operations, client requirements, and travel industry best practices to support decision-making

- Support consultants with complex domestic and international itineraries, reroutes, exchanges, ticketing, fare interpretation, and emergency travel situations

- Ensure compliance with company policies, documentation standards, ticketing procedures, and quality control requirements

- Maintain current knowledge of airline regulations, fare rules, industry updates, and travel requirements

- Represent the business professionally in client meetings and internal discussions when required

- Contribute innovative ideas that drive operational excellence and improved customer experiences

- Maintain effective communication with Travel Managers, Team Leaders, and stakeholders to e